topic Re: BT no show!! in Plusnet Feedback

BT no show!! - UPDATE

reserved — Thu, 08 Aug 2013 20:16:03 GMT

My daughter was due to switch from TalkTalk to PN Fibre yesterday on my recommendation. Engineer booked between 1300 and 1800 but of course no show. Landline appears to have been switched but no BB since first thing yesterday and no idea of when it will be provided.
edit: I have her username if that helps

Re: BT no show!!

shutter — Fri, 09 Aug 2013 09:37:16 GMT

Send a bill to PlusNet for £180.00
Why should the customer always have to pay for a "no - show" by the engineer ?

Re: BT no show!!

Chris — Fri, 09 Aug 2013 10:07:16 GMT

@Shutter
I'm not sure why you think sending a bill for a random amount of money is going to help here? Also I can't see that the customer has been charged for a missed visit?
@reserved
Really sorry to hear that, PM her username over and I'll take a look.

Re: BT no show!!

reserved — Fri, 09 Aug 2013 10:11:08 GMT

Good idea
I sat in waiting for the engineer to show, very boring in someone else's house with no internet
Bit ironical really as I used to be a BT engineer, wouldn't have happened in my day (though that was before BB)

Re: BT no show!!

reserved — Fri, 09 Aug 2013 10:16:27 GMT

Quote from: Chris
@reserved
Really sorry to hear that, PM her username over and I'll take a look.

Thanks Chris, PM sent

Re: BT no show!!

Chris — Fri, 09 Aug 2013 10:17:41 GMT

Received, just about to reply to you. Not sure if you have the account login details or not though.

Re: BT no show!!

reserved — Fri, 09 Aug 2013 10:45:33 GMT

Another PM sent Chris

Re: BT no show!!

reserved — Fri, 09 Aug 2013 15:20:05 GMT

Quote from: shutter
Send a bill to PlusNet for £180.00
Why should the customer always have to pay for a "no - show" by the engineer ?

I think the ball is firmly in BT's court and they should be liable for the time wasted and the days/weeks without broadband!
They are also saying that the engineer contacted my daughter by phone which is just not true. Their Support Centre rang and they said they would call back with an update which did not happen.

Re: BT no show!!

Chris — Fri, 09 Aug 2013 15:21:10 GMT

Just looking at your DM now Dennis.

Re: BT no show!!

artmo — Fri, 09 Aug 2013 15:53:05 GMT

Chris, Shutter makes a good point about compensation although his figure is a little high IMO. It's so easy to pass the blame to BT but legally it is PN that is responsible to the customer.
Maybe PN should have a fixed payment to customers of say £50 when the customer has been let down.

Re: BT no show!!

Chris — Fri, 09 Aug 2013 15:58:27 GMT

I didn't say we're not responsible to the customer, however at no point in this thread have I said anything about charging for the missed appointment from either direction. Its also worth remembering that the engineer has said that something different was said on the phonecall. Although I have no reason to not believe what Reserved and his daughter are saying, there are always at least 2 sides to look at.

Re: BT no show!!

reserved — Fri, 09 Aug 2013 17:55:15 GMT

Quote from: Chris
Its also worth remembering that the engineer has said that something different was said on the phonecall.

As far as I'm aware there was no phone call from the engineer

Re: BT no show!!

Razer — Sat, 10 Aug 2013 10:24:25 GMT

Quote from: Chris
... however at no point in this thread have I said anything about charging for the missed appointment from either direction.

Though technically you have asked two questions about yourself, Reply #2 in response to shutter is about charging for a missed appointment:

Quote from: Chris
@Shutter
I'm not sure why you think sending a bill for a random amount of money is going to help here? Also I can't see that the customer has been charged for a missed visit?

Re: BT no show!!

HPsauce — Sat, 10 Aug 2013 10:55:24 GMT

And we mustn't forget: http://en.wikipedia.org/wiki/The_customer_is_always_right
(except when dealing with certain parts of the BT empire which often seem to start with the exact opposite assumption? )

Re: BT no show!!

reserved — Sat, 10 Aug 2013 12:30:58 GMT

Quote from: Chris
I didn't say we're not responsible to the customer, however at no point in this thread have I said anything about charging for the missed appointment from either direction.

I hope no charge is raised because there was someone at the house from 1230 onwards for an appointment from 1pm to 6pm.
I feel very guilty about recommending my daughter to PN after this fiasco

Re: BT no show!!

reserved — Thu, 22 Aug 2013 19:47:24 GMT

BT or rather their contractor (Kelly) turned up at the second attempt and were very efficient and set everything up and left at all working.
However before they turned up my daughter received an email from PN along the lines "now you have had your connection for 14 days we would like to give you an idea of your line speed"

Since she had no internet for this time "salt and wounds" spring to mind!!!!!